For all written complaints we will acknowledge your complaint within 48 hours.
Your complaint will then be investigated by the management team and within 4 weeks we will try to:

• address your concerns fully
• provide you with an explanation
• provide an apology if required
• discuss any action that may be needed
• arrange a meeting with all parties concerned and one of the Practice Partners

We hope that you will be satisfied that we have dealt with your complaint thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities.

Our Practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made. HELP US TO HELPYOU!
If you use this procedure it will not affect your right to complain to the NHS England if you so wish.
Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by that patient in person